ITEG’s Help Desk
The Eurosoft Help Desk is a comprehensive support and account management system built on Zoho Creator. This user guide provides instructions for using the various forms and modules available within the application. The system helps manage accounts, tickets, calls, contacts, departments, and more
Packages Offered
Accounts Form
Account Number – Unique numeric identifier for the account:
- Account Name – Name of the account (mandatory).
- Account Status – Select from Active, On-Boarding, Live, Inactive.
- Main Product – Choose from available products linked to the account.
- Phone System – Options include Emerald, Yestech, Avaya, etc.
- Contact Email – Primary email associated with the account.
- Installation Date & Go-Live Date – Track implementation timelines.
- Payment Method – Choose between GoCardless or Manual Payment.
- License Info – Store details like Driver Auth Code, License Expiry Date, etc.
- Address Information – Billing and Shipping address details.
- The Accounts form is used to create and manage customer accounts. Below are the main fields included in this form
- Related Records – Linked Calls, Tasks, Deals, Contacts, and Tickets.
Assign Agents For Department
This form is used to assign or remove support agents for specific departments:
- Support Agent – Select an agent from system users.
- Department ID – Choose the department to assign the agent.
- Developer – Assign a developer (if required).
- Operation Type – Choose Assign or Remove.
- Assign Developer / Support Agent – Add notes for assignment.
Calls Form
Call Owner – User responsible for the call:
- Contact Name / Lead – Link the call to a contact or lead.
- Call Type – Outbound, Inbound, or Missed.
- Outgoing Call Status – Track if Scheduled, Completed, Cancelled, etc.
- Call Purpose – Prospecting, Demo, Support, etc.
- Call Result – Interested, No response, Requested info, etc.
- Voice Recording – Attach a call recording link.
- The Calls form allows logging of inbound and outbound calls with clients.
- Related Tickets – Link the call to support tickets.
To get details on our packages and pricing call our Sales Representative today on +971-58-536-2253
Conclusion
This user guide provides an overview of the main forms and their functionalities in Eurosoft Help Desk. For further assistance, please contact your system administrator or the support team.
